Forum Help

If you want to ask about changing your username, have login problems, have password problems or a technical issue please email forumteam@moneysavingexpert.com

Posting help:

If you want to ask why a word can't be typed, your signature's been changed, or a post has been deleted see the Forum Rules. If you don't find the answer you can ask forumteam@moneysavingexpert.com though due to volumes we can't guarantee replies.

Login to MSE Forum

Join the MSE Forum

Skimlinks adds tracking to some, primarily retailers' links, to show they come from this forum. For some retailers, instead of using Skimlinks to turn the link into a tracked link, we use affiliated links set up through other third parties. Then if it generates revenue from that, this site is paid. The links don't change the content, or what you see or track individual data ? but they do help fund this free forum. So we hope you choose to switch it on. See the full Skimlinks factsheet for more.

We've used Rug Doctor machines a few times already and the most recent one (this weekend) seemed no different.

Yet a couple of days later there is a noticeable smell. The doors and windows were left open all day and the weekend weather was nice, dry and warm so I can't see that we've done anything wrong. In fact, the last time it was used was Winter and we had just the central heating to help dry the place.

I've been in contact with Rug Doctor who've said they'll recall the machine and have it tested. Assuming it has a fault they will then admit liability and have the carpets cleaned/restored professionally. They also issued a free deodoriser spray for the affected carpets.

What I wondered was what you folks think could be the cause of this. Poor suction on the machine perhaps leading to excess moisture in the carpets?

The smell in the bathroom is back, I expect since the deodoriser spray effectively put a lot of moisture back into the carpet.

I've obtained an independent opinion from a local carpet cleaning firm and their view is that the hire machine didn't vacuum the water properly and as a result we are in a similar situation as that of a flood.

After looking at the equipment the professional showed me, I think that's the last time we'll use a Rug Doctor. His price was about double what we paid but when you factor in that they would do the cleaning, etc. it's not a bad deal :rolleyes:

The smell is also present in the living room and hallway but to a lesser degree and as per independent opinion is probably due to the lingering moisture combining with bacteria in the carpet.

At long last the machine is due to be picked up from Homebase so we'll find out soon what Rug Doctor's reponse is. Unfortunately Homebase prepared the machine for collection by Rug Doctor a couple of days ago but didn't bother to tell them it was ready :rolleyes:

We've used Rug Doctor machines a few times already and the most recent one (this weekend) seemed no different.

Yet a couple of days later there is a noticeable smell. The doors and windows were left open all day and the weekend weather was nice, dry and warm so I can't see that we've done anything wrong. In fact, the last time it was used was Winter and we had just the central heating to help dry the place.

Central heating will help evaporate the water, but the carpets won't dry unless you ventilate as well, as the air will soon become saturated. Maybe you didn't leave the windows open for sufficient days for the carpet to dry thoroughly? :confused:

Hi, i would be interested to hear from anyone who's used the rug doctor recently. My son did our carpets for us on Friday and we're left with dark marks/stains all over the carpets, they don't seem to be wet and it should have dried out by now.

I'd contact an independent carpet cleaning company to obtain their opinion.

When you inform the store where you rented it, Rug Doctor will take the machine back to its base and 'test it' and inform you if they will accept liability. No prizes for guessing where the customer could lose out unfairly.

This is why if you have an independent professional round who believes it could be a fault with the machine it can be tested independently. That is something I'd have done in hindsight.

Thanks Crabman, I was actually thinking about getting some professional cleaners in to try to sort it.

I've contacted the store and the manager should ring me tomorrow when he's in (we'll see), I'm not expecting much back as the blurb on the receipt says they will only be liable for the cost of renting the machine.

I've managed to remove a couple of blotches with carpet spray cleaner but to do it all will take hours as it's hard to find 2 inches without a mark! It just looks very dirty which defeats the object of using it!

I'm thinking of maybe rehiring the machine and going over it again, can't understand what's gone wrong really as everyone raves over it and how good it is

What they may say on the receipt is irrelevant to your statutory rights which they can never exclude. If you believe this is what they are seeking to do I would suggest you contact trading standards to let them know.

I would suggest you take photos of the damage and then contact a local company (or two) for quotes on rectifying the damage and whether they would be happy to also provide you with a statement to the effect that the damage appears to have been caused by a faulty machine (not incorrect use of the machine as obviously this is outside Rug Doctor's control) and what work they feel is required to put it right. I found a local firm who came round for free and quoted for repair of the damage.

It could be the previous customer did not clean the machine properly but that is not something you are liable for or that they can use as a successful defence, as the store is supposed to check that customers return the machine fully cleaned.

I will never use a rug doctor again after one year I thought of being lazy and getting the proffesionals in with the truck mount machines.

The dirt and soap they took out of the carpet that the rug doctor left behind was shocking... my carpets were filthy and getting dirtier quicker because the rug doctor leaves the soapy solution behind.

Now this year I am getting them done proffesionally again, it cost me £70 for my flat and the rug doctor cost £35 after I had bought solutions and messed about for the day.

My carpets are dry after about 3 hours with the proffesionals and they dont use soap they use acids and alkalis which are soap free and the carpets are spotless after... plus I can do something else while they are cleaning.

Waste of time rug doctors, ok to do a small area such as a rug or something but not entire carpets, they get the carpets too wet and do not extract the water properly.

Sounds similar to what happened to mine, the carpet just looks very dirty, lots of black blotches.

Anyway the update is that the rug doctor people have given us a refund of the money we paid to hire it, they have taken the machine away to be "independently" assessed to see if it's faulty, only then will they admit any liability. So basically, they will call me in a couple of weeks to tell me they won't accept the blame, can see that coming! But we all know how hard it is getting anything out of these companies - no-one is ever responsible are they?

I'm not waiting that long, the carpets look awful so I've got a local company coming in next week to clean my affected carpets, they are a good price and with my refund I will only be £15 out of pocket, it could've been a lot worse. Of course that doesn't excuse the fact that the rug doctor caused the problem in the first place!

Rather yukky videos there! I think the company I've booked will be OK,they use hot water extraction, the machine they use is the Ashby Ninja 400 PSI System(whatever that is!)
They were recommended to me so I'm optimistic, needless to say I will never rent another Rug Doctor!

How this site works

We think it's important you understand the strengths and limitations of the site. We're a journalistic website and aim to provide the best MoneySaving guides, tips, tools and techniques, but can't guarantee to be perfect, so do note you use the information at your own risk and we can't accept liability if things go wrong.

This info does not constitute financial advice, always do your own research on top to ensure it's right for your specific circumstances and remember we focus on rates not service.

Do note, while we always aim to give you accurate product info at the point of publication, unfortunately price and terms of products and deals can always be changed by the provider afterwards, so double check first.

We don't as a general policy investigate the solvency of companies mentioned (how likely they are to go bust), but there is a risk any company can struggle and it's rarely made public until it's too late (see the Section 75 guide for protection tips).

We often link to other websites, but we can't be responsible for their content.

Always remember anyone can post on the MSE forums, so it can be very different from our opinion.

MoneySavingExpert.com is part of the MoneySupermarket Group, but is entirely editorially independent. Its stance of putting consumers first is protected and enshrined in the legally-binding MSE Editorial Code.